ServiceNow for HR Access Requirements

This document outlines the access required for Moveworks/ServiceNow HR Integration for ticketing.

Roles Required:

Moveworks requires the following role:

sn_hr_sp.admin- Used to ingest HR Record Producer Form Details (destination table, scripts, etc.)

Table + Attributes Required:

Moveworks may read the following fields, exact field names may vary based on customization done to your ServiceNow instance. If you have a custom field that is used in place of one of the out of the box fields specified below, please include access to that field when integrating with Moveworks.

Table/ APIAttributes UsedHTTP Methods Used & Use Case
/api/now/table/sn_hr_core_caseOutlined belowPOST: Create Case, PUT: Update Case
GET: Retrieve Case Details
/api/now/v2/table/sc_item_produced_recordsys_id, record_key, sys_updated_by, task, sys_created_on, sys_mod_count, producer, record_table, sys_updated_on, sys_tags, sys_created_byGET: Retrieve Ticket Status
/api/now/v2/table/sys_journal_fieldsys_id, sys_created_on, name, element_id, sys_tags, value, sys_created_by, elementGET: Retrieve Ticket Comments & Work Notes
/api/now/v2/table/sys_usersys_id, other directory attributesGET: Retrieve Users
/api/now/v2/table/kb_knowledgeallGET: Retrieve Knowledge articles

Update Set Installation

Click here to download and install the Moveworks ServiceNow update sets.

The Moveworks bot can respect user criteria for knowledge articles and catalog items.

To set this up, please install the Moveworks update sets into your ServiceNow non-production and production instances.

After installing the update sets, a new role called moveworks_user is added to your instance. This role will need to be assigned to the Moveworks service account.

For more information on what the update sets contain, see this document.

Detailed Reasons for Attribute on HR Case Table:

The following attributes should be granted if they exist. If they do not exist, you can omit granting the access.

Field NameAccess LevelBusiness Justification
activeREADUsed to only read active tickets when presenting back a user’s ticket statuses.
close_notesREADUsed to notify users on ticket updates when ticket is resolved
closed_atREADUsed when querying & filtering tickets
closed_byREADUsed when querying & filtering tickets
commentsREADUsed to notify users on ticket updates
descriptionREADUsed when querying & filtering tickets
detailsREADUsed when querying & filtering tickets
due_dateREADUsed when querying & filtering tickets
locationREADUsed when querying & filtering tickets
numberREADUsed when querying tickets
opened_atREADUsed when querying & filtering tickets
opened_byREADUsed when querying tickets
opened_forREADUsed when querying tickets
parentREADUsed when querying tickets
priorityREADUsed for Filtering our high priority tickets
reassignment_countREADUsed for Ticket Triage
stateREADUsed when querying tickets
sys_idREADUsed when querying tickets
sys_updated_byREADUsed when querying tickets
sys_updated_onREADUsed when querying tickets
sys_class_nameREADUsed to query the correct type of tickets
watch_listREADUsed for watcher ticket notifications
impactWRITEUsed when creating tickets
urgencyWRITEUsed when creating tickets
contact_typeWRITEUsed when creating tickets
assignment_groupWRITEUsed when creating tickets
short_descriptionWRITEUsed when creating tickets
descriptionWRITEUsed when creating tickets
opened_forWRITEUsed when creating tickets
callerWRITEUsed when creating tickets
service_offeringWRITEUsed when creating tickets
subject_personWRITEUsed when creating tickets, and showing ticket status.

Standard Fields for Ticket Actions  (Create, Comment, etc.), Support, and Debugging

Optional Fields Based on if they are used in your ServiceNow environment

  • task_effective_number - READ
  • skip_auto_assign - READ
  • skip_automatic_user_acceptance_state - READ
  • universal_request - READ
  • transferred_from - READ
  • time_worked - READ